Français
10. Service management planning and implementation
The implementation of service management as required by ISO 20000 is based on the virtuous circle of improvement developed by DEMING. This approach, better known as the "Deming wheel" (or PDCA), comprises four stages:
planning (Plan) ;
action (Do);
Check ;
improvement (Act).
William Edwards Deming (1900-1993) was a mathematics researcher at the U.S. Department of Agriculture and a sampling expert at the U.S. Census Bureau. The Japanese Quality Award also bears his name.
Figure 9 illustrates the application of PDCA to service management....
The Ultimate Scientific and Technical Reference
This article is included in
Software technologies and System architectures
This offer includes:
Knowledge Base
Updated and enriched with articles validated by our scientific committees
Services
A set of exclusive tools to complement the resources
Practical Path
Operational and didactic, to guarantee the acquisition of transversal skills
Doc & Quiz
Interactive articles with quizzes, for constructive reading
Service management planning and implementation
Planning and implementation of new or modified services
Bibliography
Software tools
AUDIT DIAGNOSTIC EVALUATION SYSTEM (ADES), May 2009, CPI CONSEIL 6 rue de la Corniche, 91120 PALAISEAU, France.
Websites
CPI CONSEIL, assessing, auditing, certifying for improvement http://cpi.conseil.free.fr/
AFNOR BOUTIQUE, Ten keys to service management – From ITIL to ISO 20000 http://www.boutique.afnor.org/LIV7DetailLivre.aspx?CLE_ART=FA090923=LIVZLIVZ1A10A201A206=1=2784026
...Standards and norms
- Quality management systems – Basic principles and vocabulary - ISO 9000 - 2005
- Specification for IT service management – Part 1: specifications - BSI 15000-1 - 2002
- Specification for IT service management – Part 2: code of practice for service management - BSI 15000-2 - 2002
- Information Technology – Service management – Part 1: Specifications - ISO/CEI 20000-1 - 2005
- Information Technology...
Directory
Information Technology Service Management Forum (itSMF France) http://www.itsmf.fr
Office of Government Commerce http://www.ogc.gov.uk
The Ultimate Scientific and Technical Reference
